In this role, the candidate will general support for all PC, printer, MFD, mobile terminal, tag printer , BlackBerry, cellular phone, VOIP phone and software issues including daily customer service and problem ticket management.

The primary responsibilities of this position include monitoring daily and month-end batch processing and daily and month-end re-runs, first-level problem determination, as well as fixes abends, when required, and execution of management escalation communication.

The selected candidate will highly motivated and passionate individual that desires to play a key role in Client by coordinating operations and engineering teams to identify, triage, and resolve customer impacting incidents, verify service impact to the end users, and work alongside subject matter experts to identify root cause.

In this role, the selected candidate will be improving D2L product/tool design and efficiency by reviewing and providing feedback on functional specifications, technical specifications and submitting Feature Requests, Usability Issues and Bugs to Product Development.

In this role, you will work directly with our customers to answer a wide range of technical questions and help them make the most of the platform; work closely with our own product development team, to communicate customer feedback and help us define the requirements for future versions of Möbius.

In this role, you will work closely with second level support, development teams, and the company Velocity business to determine strategy & priorities and to ensure team is meeting the business requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders.

In this role, you will provide direct it support to rit end users via telephone, email, in person, or via remote support tools. Resolve and fulfill as many incidents and service requests as possible, and route incidents and service requests when appropriate.